Páginas

lunes, 22 de octubre de 2012

Spanish Rescue,
Spanish not rescue, the premium yield rate goes up and Ibex 35 goes down, premium
yield rate goes down, Ibex 35 goes up. These are the daily sector headlines invariably
have us guessing about the future of our financial sector as a whole and
therefore ours as citizens and as a country. But what happens in social
networks. Is it affecting the perception that its members has for that sector?
At first it seems that in the last quarter interest in our financial sector is facing
a slowdown in growth in the number of followers that I detail below.

The Q3 2012
growth in the number of fans and followers of the 17 profiles that follow from SocialMedia Tailored has arisen a 13% on Facebook and 3.5% in twitter, what gives us
total figures 458,047 fans on Facebook and 86,171 followers on twitter.

The last
quarter has added 51.397 new fans on Facebook and 2.909 followers on Twitter.
Figures lower than 18% and 13% we got in the second quarter perhaps impacted by
the seasonal component of summer.

Cumulative
growth since the beginning of the year is 60% with 171.822 new fans and 38%
with 23.549 new twitter followers mark.

Facebook

As in the June report, ING, Banesto and Triodos
Bank remain in the top three positions in the ranking. However ING who is
experiencing a growth of 28% compared to Q2 representing 189% since the
beginning of 2012, with a total of 146,803 fans.

His last action "String Savers"
conducted during the months of August and September has achieved membership of 8.301
likes to the initiative (5.5% of fans), if we apply the contest rules, a figure
that gives us an idea of the relevant communication skills that ING has
achieved with his followers.

Among the
states with the greatest growth this quarter highlight Banco Sabadell, La Caixa
and Caixa Catalunya with 29%, 21% and 19% respectively.

I like the way that Banco Sabadell is
consolidating their social profiles presence in a real time customer service
channel, resolving doubts, answering queries and resolving incidents. While
this relationship allows them to capture new revenue streams offering products
you can hire online through their operators.

Twitter

Banesto consolidates its downward trend @
espirituganador profile, with a fall of 10.8% since the beginning of the year.
Meanwhile Sabadell continues to grow quarter after quarter, followed closely by
Banco Santander with growth of 23% in the last quarter and a 15.6% ING

As I mentioned earlier in this post, hopefully
soon clears the unknown rescue our economy and we can begin an era of growth
and economic stimulation to get us out of this impasse of cuts, while
necessary, are creating expectations about the evolution of our economy not
favorable for the desired recovery.

sábado, 13 de octubre de 2012

We will take the financial sector as a example of this post, for benn massive in number of clients and issues.Applying a social media strategy customer service area is an opportunity to reduce cost, improve customer satisfaction levels and why not, with a great influence on the generation of new sources of income in our customer base.Although there are several networks where we can deploy, twitter is in this case the platform used by most financial institutions due to the immediacy of interaction, engagement capabilities and proximity to customers.If we want to ensure the success we need two elements: first qualified staff in customer service, with training in the management of social media, and second technology to conduct an adequate monitoring of what is said about our brand.Among the many advantages provided by the use of social platforms in the customer service we can include:

Feedback and continuous contact with customers and prospects

Update on products services and process improvements

Online responsiveness in real time

Reduce down time in relation to other forms such as e-mail or phone

Reduced phone call costs

Customers more satisfied due to shorter waiting times

In this field highlight the pioneering in Spain that made the former Banca Civica with @Cancha24 (Note 24 * 7), Caixa Catalunya @CxClients, Caja del Mediterráneo @CAM and Banco Sabadell @BancoSabadell (Note 24 * 7).In the English-speaking world customer service on twitter is widespread using adhoc in many cases the acronym 'ask to identify the customer service.

As a best practice I recommend you to take a look at ASB Bank New Zealand commercial bank that has developed a virtual branch on Facebook where she attends business hours and with the same services of a branch. His slogan "Just like a normal branch, only right here on facebook". Generates the experience of being a client ASB before be.https://www.facebook.com/ASBBank/app_124244740961176

Regards and as always if you want to be aware of our activities I encourage you to follow us on our LinkedIn profile
Social Media Tailored